1. 引言
世紀互聯在線服務的服務級別協議（以下簡稱“SLA”），作為其協議的一部分，由世紀互聯根據客戶從世紀互聯購買在線服務的協議（以下簡稱“協議”）制定。本服務級別協議適用于此處列出的在線服務（以下簡稱“服務”），但不適用于與服務或內部部署軟件一起提供或與服務相關的單獨品牌服務。
世紀互聯為其承諾提供支持，以達到和保持服務級別。如果世紀互聯未能達到和保持服務級別協議所述的服務級別，客戶有資格獲得月度服務費用的部分服務費抵扣。在用戶的協議期間，世紀互聯不會修改服務級別協議的條款。如果客戶續訂，本服務級別協議的修訂版將適用于客戶的整個續訂期。如果對本服務級別協議有任何重大不利變更，世紀互聯將至少提前九十（90）天通知。客戶隨時可訪問以下鏈接來查看本服務級別協議的最新版本：http://m.20yxw.com/ostpt/。
2. 一般條款
定義
“世紀互聯”在客戶協議上是指世紀互聯實體。
“適用的月周期”是指對于一個適用服務費抵扣的日歷月，客戶成為服務訂閱者的天數。
“適用的月服務費”是指客戶在適用服務費抵扣的某個月為一項服務實際支付的總費用。
“索賠”指客戶根據本服務級別協議向世紀互聯提交的、有關尚未達到某個服務級別以及客戶可獲得的服務費抵扣的索賠。
“客戶”指簽訂本協議的機構。
“停機時間”是為下面“服務具體條款”中的每項服務定義的。停機時間不包括（1）計劃停機時間，以及（2）由下文和“服務具體條款”中描述的任何限制情況導致的服務不可用。
“事件”是指導致停機時間的 (1) 任何單獨事件或 (2) 任何一組事件。
“管理門戶”指由世紀互聯提供的 web 界面，客戶可以通過該界面來管理服務。
“預覽”指提供用來獲得客戶反饋的服務或軟件的預覽版、測試版或其他預發行版。
“計劃停機時間”是指與網絡、硬件、服務維護或升級相關的停機時段。世紀互聯將在停機開始前至少五（5）天公示或通知客戶。
“服務費抵扣”表示針對受影響的服務或服務資源的已經證實的服務索賠，返還給客戶的月度服務費用的百分比。
“服務級別”是指在服務級別協議中訂立的，世紀互聯承諾在提供服務期間提供的服務標準。
“服務資源”指某個服務內可供使用的單獨資源。
“支持時段”是指支持服務功能或與者一個單獨產品或服務兼容的時間段。
“用戶分鐘數”是指一個月內的總分鐘數，減去計劃停機時間，乘以總用戶數。
條款
索賠
- 對于世紀互聯考慮索賠，客戶必須在索賠事件發生的月份之后的日歷月月底向世紀互聯客戶支持提交索賠。例如，如果事件發生在 2 月 15 日，世紀互聯必須在 3 月 31 日之前收到索賠和所有必需信息。客戶必須向世紀互聯的客戶支持提供所有必要的信息，以便世紀互聯驗證索賠，包括但不限于：（1）事件的詳細描述，（2）關于停機時間和持續時長的信息，（3）受影響的用戶的數量和地點（如適用），（4）客戶嘗試解決該事件所做出的任何努力的說明。
- 世紀互聯將合理地運用所有的可用信息來驗證索賠，并確定是否就適用服務費抵扣做出決定。世紀互聯將在接下來的一個月內，使用商業上合理措施來處理索賠，且時間不超過收到索賠后的四十五（45）天。客戶必須遵守本協議，才有資格獲得服務費抵扣。如果確定客戶適用服務費抵扣，世紀互聯會將服務費抵扣應用于客戶適用的月服務費中。
- 如果客戶購買了多項服務（不是以套件的形式），則客戶可以根據上述流程提交索賠，如同每項服務都有其單獨的服務級別協議一樣。如因同一事件而未滿足特定服務的多個服務級別，則客戶必須只能選擇基于此事件的一個服務級別進行索賠。除非在具體的服務級別協議中另有規定，否則每項服務僅允許在適用的月周期內使用一個服務費抵扣。
服務費抵扣
- 服務費抵扣是客戶在協議和本服務級別協議下的任何服務的任何性能或可用性問題的唯一且排他的救濟。對于任何性能或可用性問題，客戶不得單方面抵消其適用的月服務費。
- 服務費抵扣僅適用于為未達到服務級別要求的特定服務、服務資源或服務層支付的費用。如果服務級別適用于單個服務資源或單獨的服務層，則服務費抵扣僅適用于為受影響的服務資源或服務層支付的費用（如適用）。
- 在特定服務或服務資源的任何結算月中，服務費抵扣在任何情況下都不能超過客戶在該結算月內用于該服務或服務資源（如適用）的月服務費。
- 如果客戶購買服務作為單一要約的一部分，則每項服務適用的月服務費和服務費抵扣將按比例計算。如果客戶從經銷商處購買了服務，則客戶將直接從經銷商處獲得服務費抵扣，經銷商將直接從世紀互聯獲得服務費抵扣。服務費抵扣將基于適用服務的估計零售價格，此價格由世紀互聯自行決定。
限制
本服務級別協議和任何適用的服務級別不適用于以下原因導致的任何性能或可用性問題：
- 世紀互聯不可控的因素（例如自然災害，戰爭，恐怖襲擊，暴亂，政府行動，世紀互聯數據中心外部的網絡或設備故障，包括客戶的工作場所，或客戶的工作場所與世紀互聯數據中心之間的故障）；
- 客戶使用不是由世紀互聯提供的服務、硬件或軟件作為服務的一部分而產生的問題，包括但不限于帶寬不足或與第三方軟件或服務相關的問題；
- 當客戶的網絡連接明顯依賴于單個世紀互聯數據中心位置，而無法根據不同的地理位置靈活調整時，由該數據中心位置導致的問題；
- 世紀互聯建議客戶更改服務使用，而客戶沒有按照建議修改其使用而引起的問題；
- 預覽期間或有關預覽的問題（由世紀互聯確定）；
- 客戶使用的服務與世紀互聯服務的特征和功能不一致（例如嘗試執行不受支持的操作），或與已發布的文檔或指南不一致；
- 由客戶或客戶員工、代理商、承包商，或供應商，或通過客戶密碼或設備訪問世紀互聯網絡的任何人未經授權的行為或不作為所引起的問題；
- 由于錯誤的輸入、指令或參數引起的問題（例如請求訪問不存在的文件）；
- 客戶試圖執行超過規定限額的操作或涉嫌濫用行為而引起的操作；
- 客戶使用的服務功能超出了相關支持時段的范圍；或者
- 在事件發生時預定了許可，但尚未支付。
3. 服務具體條款
Microsoft Dynamics 365
Dynamics 365 Customer Service Enterprise；Dynamics 365 Customer Service Professional
停機時間：終端用戶無法讀取或寫入本具有適當讀寫權限的任何服務數據的任何時間段，但不包括服務附加功能的不可用的時間。
每月正常運行時間百分比：“每月正常運行時間百分比”可以通過下面的公式計算：
停機時間以用戶分鐘數為單位；即，在每個月份，停機時間為該月發生的每個事件的時長總和（分鐘數）乘以受該事件影響的用戶數。
服務費抵扣:
| 每月正常運行時間百分比 | 服務費抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Dynamics 365 Finance; Dynamics 365 Supply Chain Management
附加定義：
“活躍租戶”是指在管理門戶中具有活躍的高可用性生產拓撲的租戶，且管理門戶具有以下特征：（A）已部署到合作伙伴應用服務，且（B）包含用戶可以登錄的活躍數據庫。
“合作伙伴應用服務”是指建立在具有以下特征的平臺之上并與平臺連接在一起的合作伙伴應用程序：（A）用于處理客戶的實際業務交易，（B）預留了計算和存儲資源，其等于或大于合作伙伴為適用的合作伙伴應用程序選擇的其中一個標度單位。
“最大可用分鐘數”是指一個結算月內，系統使用活躍的高可用性生產拓撲在合作伙伴應用服務中部署活躍租戶的總累計分鐘數。
“平臺”是指服務的客戶端表單，SQL 服務器報告，批量操作和 API 端點，或僅用于商業或零售目的服務零售 APIs。
“標度單位”是指向合作伙伴應用服務中添加或刪除計算和存儲資源的增量。
“服務基礎結構”是指世紀互聯提供的與服務相關的身份驗證、計算和存儲資源。
停機時間：由于未到期平臺或服務基礎結構中的故障，世紀互聯根據自動運行狀況監視和系統日志確定的終端用戶不能登錄到他們的活躍租戶上的任何時間段。停機時間不包括計劃的停機時間，服務附加功能不可用的時間，因為客戶更改服務而導致無法訪問服務的時間，或超出標度單位容量的時間段。
每月正常運行時間百分比：給定活躍租戶在一個日歷月中的每月正常運行時間百分比可以通過下面的公式計算：
停機時間以用戶分鐘數為單位；即，在每個月份，停機時間為該月發生的每個事件的時長總和（分鐘數）乘以受該事件影響的用戶數。
服務費抵扣：
| 每月正常運行時間百分比 |
服務費抵扣 |
|
< 99.9% |
25% |
|
< 99% |
50% |
|
< 95% |
100% |
Dynamics 365 Sales Enterprise; Dynamics 365 Sales Professional
停機時間：終端用戶無法讀取或寫入本具有適當讀寫權限的任何服務數據的任何時間段，但這不包括服務附加功能的不可用的時間。
每月正常運行時間百分比：“每月正常運行時間百分比”可以通過下面的公式計算：
停機時間以用戶分鐘數為單位；即，在每個月份，停機時間為該月發生的每個事件的時長總和（分鐘數）乘以受該事件影響的用戶數。
服務費抵扣：
| 每月正常運行時間百分比 | 服務費抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Microsoft Power Automate
停機時間：用戶的數據流與世紀互聯Internet網關沒有連接的任何時間段。
每月正常運行時間百分比：“每月正常運行時間百分比”可以通過下面的公式計算：
停機時間以用戶分鐘數為單位；即，在每個月份，停機時間為該月發生的每個事件的時長總和（分鐘數）乘以受該事件影響的用戶數。
服務費抵扣：
| 每月正常運行時間百分比 | 服務費抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
服務級別協議排除項：沒有為 Microsoft Power Automate 的任何免費層級提供服務級別協議。
Microsoft Power Apps
停機時間：用戶無法讀取或寫入 Microsoft Power Apps 中本具有適當讀寫權限的任何數據部分的任何時間段。
每月正常運行時間百分比：“每月正常運行時間百分比”可以通過下面的公式計算：
停機時間以用戶分鐘數為單位；即，在每個月份，停機時間為該月發生的每個事件的時長總和（分鐘數）乘以受該事件影響的用戶數。
服務費抵扣：
| 每月正常運行時間百分比 | 服務費抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
服務級別協議排除項：沒有為 Microsoft Power Apps 的任何免費層級提供服務級別協議。
Power BI Premium
“容量”是指管理員通過 Power BI Premium 容量管理門戶配置的指定容量。容量是一個或多個節點組成的一個分組。
“最大可用分鐘數”是指在一個結算月內，在指定租戶中實例化指定容量的分鐘總數。
停機時間：在一個指定容量的結算月內，指定容量不可用的累積分鐘數。如果由于系統錯誤，在某一分鐘內查看 Power BI 報告或儀表盤的所有嘗試均失敗，則視為指定容量在這一分鐘內不可用。
每月正常運行時間百分比：“每月正常運行時間百分比”可以通過下面的公式計算：
停機時間以用戶分鐘數為單位；即，在每個月份，停機時間為該月發生的每個事件的時長總和（分鐘數）乘以受該事件影響的用戶數。
服務費抵扣：
| 每月正常運行時間百分比 | 服務費抵扣 |
| < 99.9% | 10% |
| < 99% | 25% |
Power BI Pro
停機時間：用戶無法讀取或寫入本具有適當權限的任何 Power BI 數據部分的任何時間段。
每月正常運行時間百分比：“每月正常運行時間百分比”可以通過下面的公式計算：
停機時間以用戶分鐘數為單位；即，在每個月份，停機時間為該月發生的每個事件的時長總和（分鐘數）乘以受該事件影響的用戶數。
服務費抵扣：
| 每月正常運行時間百分比 | 服務費抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
4.客戶支持
根據本服務級別協議提交索賠，請通過以下方式聯系世紀互聯的客戶支持：
- Dynamics 365：http://m.20yxw.com/Dynamics365/；或
- Power Platform：http://m.20yxw.com/Powerplatform/。
Service Level Agreement for Online Services operated by 21Vianet
1. Introduction.
This Service Level Agreement for 21Vianet online services (this “SLA”) is made by 21Vianet in connection with, and is a part of, the agreement under which Customer purchased online services from 21Vianet ?(the “Agreement”). This SLA applies to the ?online services listed herein (a “Service” or the “Services”), but does not apply to separately branded services made available with or connected to the Services or to any on-premise software that is part of any Service.
21Vianet provides backing to its commitment to achieve and maintain the Service Levels for the Services.? If 21Vianet does not achieve and maintain the Service Levels for each Service as described in this SLA, then Customer may be eligible for a credit towards a portion of its monthly service fee. ??21Vianet will not modify the terms of Customer’s SLA during the initial term of Customer’s subscription; however, if Customer renews its subscription, the version of this SLA that is current at the time of renewal will apply throughout Customer’s renewal term. ?21Vianet will provide at least 90 days’ notice for adverse material changes to this SLA. Customers can view the latest version of this SLA at any time by accessing: http://m.20yxw.com/ostpt/.
2. General Terms.
Definitions
“21Vianet” means the 21Vianet entity that appears on Customer’s Agreement.
“Applicable Monthly Period” means, for a calendar month in which a Service Credit is owed, the number of days that Customer is a subscriber for a Service.
“Applicable Monthly Service Fees” means the total fees actually paid by Customer for a Service that are applied to the month in which a Service Credit is owed.
“Claim” means a claim submitted by Customer to 21Vianet pursuant to this SLA that a Service Level has not been met and for which a Service Credit may be due to Customer.
“Customer” refers to the organization that has entered into the Agreement.
“Downtime” is defined for each Service in the Service Specific Terms below.? Downtime does not include (i) Scheduled Downtime; and (ii) unavailability of a Service due to any of the limitations described below and in the Service Specific Terms.
“Incident” means (i) any single event, or (ii) any set of events, that result in Downtime.
“Management Portal” means the web interface(s), provided by 21Vianet, through which customers may manage the Service.
“Preview” refers to a preview, beta, or other pre-release version of a Service offered to obtain customer feedback.
“Scheduled Downtime” means periods of Downtime related to network, hardware, or Service maintenance or upgrades. 21Vianet will publish notice or notify Customer at least five (5) days prior to the commencement of such Downtime.
“Service Credit” is the percentage of the Applicable Monthly Service Fees credited to Customer following 21Vianet’s Claim approval.
“Service Level” means the performance metric(s) set forth in this SLA that 21Vianet agrees to meet in the delivery of the Services.
“Service Resource” means an individual resource available for use within a Service.
“Support Window” refers to the period of time during which a Service feature or compatibility with a separate product or service is supported.
“User Minutes” means the total number of minutes in a month, less all Scheduled Downtime, multiplied by the total number of users.
Terms
Claims
- For 21Vianet to consider a Claim, Customer must submit the Claim to 21Vianet’s customer support by the end of the calendar month following the month in which the Incident that is subject to the Claim occurs. For example, if the Incident occurred on February 15th, 21Vianet must receive the Claim and all required information by March 31st. Customer must provide to 21Vianet’s customer support all information necessary for 21Vianet to validate the Claim, including but not limited to: (i) a detailed description of the Incident; (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) a description of Customer’s attempts to resolve the Incident at the time of occurrence.
- 21Vianet will use all information reasonably available to validate the Claim and to determine whether any Service Credits is due. 21Vianet will use commercially reasonable efforts to process Claims during the subsequent month and within forty-five (45) days of receipt. Customer must be in compliance with the Agreement to be eligible for a Service Credit. If 21Vianet determines that a Service Credit is owed to Customer, 21Vianet will apply the Service Credit to Customer’s Applicable Monthly Service Fees.
- If Customer purchased more than one Service (not as a suite), then Customer may submit Claims pursuant to the process described above as if each Service was covered by an individual SLA. In the event that more than one Service Level for a particular Service is not met because of the same Incident, Customer must choose only one Service Level under which to make a Claim based on the Incident. Unless as otherwise provided in a specific SLA, only one Service Credit is permitted per Service for an Applicable Monthly Period.
Service Credits
- Service Credits are Customer’s sole and exclusive remedy for any performance or availability issues for any Service under the Agreement and this SLA. Customer may not unilaterally offset its Applicable Monthly Service Fees for any performance or availability issues.
- Service Credits apply only to fees paid for the particular Service, Service Resource, or Service tier for which a Service Level has not been met. In cases where Service Levels apply to individual Service Resources or to separate Service tiers, Service Credits apply only to fees paid for the affected Service Resource or Service tier, as applicable.
- The Service Credits awarded in any billing month for a particular Service or Service Resource will not, under any circumstance, exceed Customer’s Applicable Monthly Service Fees for that Service or Service Resource, as applicable, in the billing month.
- If Customer purchased Services as part of a single offer, the Applicable Monthly Service Fees and Service Credit for each Service will be pro-rated. In cases where Customer purchased a Service from a reseller, Customer will receive a service credit directly from its reseller and the reseller will receive a Service Credit directly from 21Vianet. The Service Credit will be based on the estimated retail price for the applicable Service, as determined by 21Vianet in its reasonable discretion.
Limitations
This SLA and any applicable Service Levels do not apply to any performance or availability issues resulting from the following:
- due to factors outside 21Vianet’s reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to 21Vianet’s data centers, including at Customer’s site or between Customer’s site and 21Vianet’s data center);
- that resulted from Customer’s use of services, hardware, or software not provided by 21Vianet as part of the Services, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
- that results from failures in a single 21Vianet Datacenter location, when Customer’s network connectivity is explicitly dependent on that location in a non-geo-resilient manner;
- caused by Customer’s use of a Service after 21Vianet advised Customer to modify its use of the Service, if Customer did not modify its use as advised;
- during or with respect to Previews (as determined by 21Vianet);
- caused by Customer’s use of a Service in a manner inconsistent with the features and functionality of that Service (for example, attempts to perform operations that are not supported) or inconsistent with published documentation or guidance;
- that resulted from Customer’s unauthorized action or inaction or from Customer’s employees, agents, contractors, or vendors, or anyone gaining access to 21Vianet’s network by means of Customer’s passwords or equipment;
- that resulted from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
- that resulted from Customer’s attempts to perform operations that exceed prescribed quotas or that resulted from throttling of suspected abusive behavior;
- due to Customer’s use of Service features that are outside of associated Support Windows; or
- for licenses reserved, but not paid for, at the time of the Incident.
3. Service Specific Terms.
Microsoft Dynamics 365
Dynamics 365 Customer Service Enterprise; Dynamics 365 Customer Service Professional
Downtime: Any period of time when end users are unable to read or write any Service data for which they have appropriate permission but this does not include non-availability of Service add-on features.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Dynamics 365 Finance; Dynamics 365 Supply Chain Management
Additional Definitions:
“Active Tenant” means a tenant with an active high availability production topology in the Management Portal that (A)?has been deployed to a Partner Application Service; and (B)?has an active database that users can log into.
“Partner Application Service” means a partner application built on top of and combined with the Platform that (A) is used for processing your organization’s actual business transactions; and (B) has reserve compute and storage resources equal to or greater than one of the Scale Units your partner selected for the applicable partner application.
“Maximum Available Minutes” means the total accumulated minutes during a billing month in which an Active Tenant was deployed in a Partner Application Service using an active high availability production topology.
“Platform” means the Service’s client forms, SQL server reports, batched operations, and API endpoints, or the Service’s retail APIs that are used for commerce or retail purposes only.
“Scale Unit” means the increments by which compute and storage resources are added to or removed from a Partner Application Service.
“Service Infrastructure” means the authentication, computing, and storage resources that 21Vianet provides in connection with the Service.
Downtime: Any period of time when end users are unable to login to their Active Tenant, due to a failure in the unexpired Platform or the Service Infrastructure as 21Vianet determines from automated health monitoring and system logs. Downtime does not include Scheduled Downtime, the unavailability of Service add-on features, the inability to access the Service due to your modifications of the Service, or periods where the Scale Unit capacity is exceeded.
Monthly Uptime Percentage: The Monthly Uptime Percentage for a given Active Tenant in a calendar month is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Dynamics 365 Sales Enterprise; Dynamics 365 Sales Professional
Downtime: Any period of time when end users are unable to read or write any Service data for which they have appropriate permission but this does not include non-availability of Service add-on features.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Microsoft Power Automate
Downtime: Any period of time when users’ flows have no connectivity to 21Vianet’s Internet gateway.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured?in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Service Level Exceptions: No SLA is provided for any free of charge tier of Microsoft Power Automate.
Microsoft Power Apps
Downtime: Any period of time when users are unable to read or write any portion of data in Microsoft Power Apps to which they have appropriate permissions.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Service Level Exceptions: No SLA is provided for any free of charge tier of Microsoft Power Apps.
Power BI Premium
“Capacity” means a named capacity provisioned by an admin through the Power BI Premium capacity admin portal. A Capacity is a grouping of one or more nodes.
“Maximum Available Minutes” is the total number of minutes that a given Capacity has been instantiated during a billing month in a given tenant.
Downtime: The total accumulated minutes during a billing month for a given Capacity during which a given Capacity is unavailable. A minute is considered unavailable for a given Capacity if all attempts to view Power BI reports or dashboards within the minute fail due to system errors.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 10% |
| < 99% | 25% |
Power BI Pro
Downtime: Any period of time when users are unable to read or write any portion of Power BI data to which they have appropriate permissions.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
4.?Customer Support.
To submit a Claim under this SLA, contact 21Vianet’s customer support for:
- Dynamics 365: http://m.20yxw.com/Dynamics365/; or
- Power Platform: http://m.20yxw.com/Powerplatform/.